Help Desk Software

The most common use of MailManager is as helpdesk software, often by Internet Service Providers or IT Departments who are dealing with issues raised by their users.

Benefits for Help Desks

• Lower cost per inquiry
• Better quality responses
• Management reporting

Deployment

MailManager can either be configured to deal with email going to an address such as support@example.com or to ensure that the full information on an issue is provided a web form can be used. A simple script can then be used to make sure that the form has been fully completed and then to mail the contents into MailManager.

Request Tracker or Ticketing System

All incoming requests are assigned a ticket number and an automatic reply can be generated to let the customer know the ticket number that their issue has been allocated. This is why this type of software is sometimes called a Request Tracker or a Ticketing System.

ITIL

The IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. MailManager is ideal for running a help desk according to the ITIL guidance. More details on ITIL are at http://www.itil.co.uk/.